FNB - nothing but lip service, lies and empty promises!

With all the marketing content out there of how great the company is and how easy it is to switch over, I did not expect it all to be lies and empty promises and that my experience would be THIS bad.

I am currently with a certain red bank that I want to move away from (ironically enough) because of bad service and overall bad experiences. After multiple suggestions from those around me, I decided to go over the FNB. Because I had some questions and concerns, it being a new bank that I need to be able to trust my hard earned money with, I decided to go in to the physical branch (Canal Walk) and speak to the consultants in person.

My 1st branch visit was on 31 July While the staff was friendly and promised the world to my in terms of service and ease of use, this all seems now to be all just lip service and empty promised. I wanted to get a spousal fusion account but after the consultant tried multiple times I was given a premier debit account with the explanation that fusion accounts can't be created on Sundays because the system is not designed for that (?) but they will change it on Monday morning and give me a call. My credit card application was also declined (consultant mentioned all the failed attempts could have impacted resulted in the decline) saying I don't qualify, yet I was then offered a R200k loan saying that I qualify for that. Not sure how the logic works there, but was promised that Monday they will sort everything out and give me a call to confirm.

Needless to say over the next week there was no word, mail, call, ping, poke, hint or message ***eon over the next week. On Thursday (4 August - 2nd branch visit) I drove back and visited the branch in person again to find out what is happening. I received a personalized premier debit account card, yet still no fusion card, account or feedback. After asking I was told that the fusion is not processed yet. On questioning about the credit card (since still no communication), the consultant confirmed that a complaint has been logged for it. All my document for the credit card application was then resent. I was promised feedback asap on what is happening

More than a week went past after that with no much as even a though of any communication in any way, shape or form. On 13 August (3re branch visit) I started to become a record stuck on reply when I once again had to drive (petrol is expensive!) all the way to Canal Walk just to hope a get some form of feedback or update. Not sure what I hoped for but that was eradicated when the consultant was no help and only said the problem will be escalated with the problem on both the fusion and credit card. Again full of promises and commitments that the following Monday they I will be phoned with updates (yeah right!)

After AGAIN no shape or form of communication happened after ANOTHER week, I went in to a different branch this time, hoping this would help (and again PETROL IS EXPENSIVE). I visited the branch on 21 August (4th branch visit). There is was confirmed that there are no traces/record on the system of any active fusion or credit card request or that the previous ones was even done (except for the multiple failed attempts at the beginning). I was told that they can't do anything about this since it was all done at a different branch and I should go there (5th branch visit? - not happening). They did however committed to sending a mail requesting feedback and CC'ed the Canal Walk branch consultant and branch manager in. The consultant asked very nicely that even with everything that happened that I give FNB change just until the Monday (22 August) as I would most definitely then get feedback, so I accepted.

It is now again the end of another week with, surprise surprise, NOT A SINGLE FORM OF COMMUNICATION OR FEEDBACK FROM ANYONE FROM FNB!! After multiple km's driving (WASTING petrol), multiple attempts to get feedback from my side, multiple empty promises and lies, and almost A MONTH, I still do not have the proper account that I wanted to have opened or credit card. I have STILL NOT received any communication or even acknowledgement of anything being done/processed. And then I am asked in the branch why I have not yet moved my salary drop and debit orders over to FNB!? At this point FNB can't even be trusted to create an account I asked for, why oh why would I have the confidence to trust them with my money or anything else? Starting to wonder if my data is even safe with them.

Absolutely, ABSOLUTELY disappointed and disgusted in FNB! And then they even have a slogan of "How can we help you"?? What an absolute joke!